Hang With Us, Folks — We Hit a Speed Bump but We’re Cruising Now

There have been some legitimate grumblings in the motorcycle industry the past few months concerning J&P customers who haven’t received their orders in a timely manner. And to say nobody’s more frustrated about the situation than us just doesn’t cut it. Tell that to the guy who needed a fuel controller or a caliper seal kit before heading off to this weekend’s Laughlin River Run.

Truth be told, we undertook a significant overhaul of our order delivery technology earlier this year, with four out of five of our major systems being switched out at the same time. We had a few issues with the cutover to the new systems and as a result, we had some trouble getting orders out the door. The glitches in the system — combined with a spike in new orders — created a backflow, and a few of our customers didn’t receive their orders as promptly as they are used to.

But these are all excuses. What we want to do here is own up to the delays and tell you that we’re back up to speed, shipping thousands of orders every day. Our new systems are now operating with greater speed and accuracy. We’d also like to ask you for another opportunity to prove ourselves.

As a customer of J&P Cycles, you’ve come to expect a high level of excellence. Whether it’s our technical knowledge about what products best fit your bike, or getting the right parts out to you as quickly as possible, or handling your questions after the sale, you’ve come to hold J&P Cycles in high regard. We don’t take our reputation as a world-class customer service organization lightly. That’s why we take it very seriously when our service levels decrease for any reason.

For the past three decades, our business has been built around serving the biker community, whether that be face-to-face, over the phone or through electronic communications. Our reputation is paramount to us and our foundation is customer service. We know that it only takes one bad experience to sour a relationship with a company, but we’d like you to give us another shot. We continue to work hard to improve our company and ourselves every day. Our job is to earn your respect and loyalty and we won’t stop until we’ve recaptured that trust.

If you’re still experiencing any delivery issues, please call or send us an email and we’ll follow up immediately. Again, we apologize for any delays you might have suffered as a result of the challenges at our end. The phone number is1-800-397-4844, or email us at customerservice [at] jpcycles [dot] com.

18 Comments

Unfriendly & Unprofessional and Frustrating Company
JP Cycles continues to make mistakes on orders and their customer service manager becomes very difficult when it comes time to correct and return and/or reship the correct parts. Parts are often blemished or scratched.

Clyde
April 16, 2012 at 8:05 pm

I recently tried using J&P in an attempt to curve my expensive habit of dressing up my bikes. My very first order was seemingly small & I would think it wouldn’t have taken a Rocket Scientist to fill the order:A pair of chrome clutch & brake handles for my wifes sportster. I was wrong, they shipped the wrong ones.After contacting them we agreed to go ahead and chrome out the entire handlebar assembly including the master cylinder. Again after a timely effort of trying to figure this out I finally let it settle in my brain that they had sent the wrong parts again.Upon talking to a Rep He assured me that He could get it right this time but the correct parts costs an additional 75.00,but they could wave the shipping beings it’s free already.Bad Experience right of the bat so I guess we will terminate use of J&P. It was a good thought!!

DAVID YOUNGCLAUS
July 13, 2011 at 4:50 pm

Ordered a Brass Derby cover for my Pan in March. Was told it was Back ordered. Still have not received it as of 7/13/11. I would say that it’s not available. What do you say?

No biggy, everbody has a issue from time to time. At least you told us why . It’s corrected, so we will continue to buy parts from yuz guys.

Jim D
May 18, 2011 at 6:07 pm

I made my first order thrue J&P about 2 months ago. Granted I did recieve my order within the 10 days they said and I did’nt use exppress shipping. My gripe is the fact I order’d a tire that was instock on a monday but it didnt even leave their building till Thursday. I will order from them again but if they cant get the item out by the next day (if its in stock), that will be my last order.

Rick W
May 18, 2011 at 9:00 am

I’ve ordered from J&P before with little to no issues, but it has been awhile.

Kudos for stepping up and admitting there was an issue. As hard as it is to admit there is a problem, if you had COMMUNICATED with your customers sooner, you would not have alienated as many!

You will never be able to please everyone all the time, but if you had been honest up front, we would have been more understanding now…

I have had several orders from J&P and have had no problems. Keep up the good work!

marc warman
May 17, 2011 at 7:21 pm

I live in Malaysia and have ordered parts from JP Cycle for the last 5 years. I have always recieved what I ordered in a reasonable time frame, considering the shipping to be overseas.

If JP needed to upgrade their systems to ultimatley provide better service to customers, then perhaps we can be a little patient with them for our own future benefit. Try to remember all the good service and stuff you got in the past and don’t focus on the small stuff that is/was temporary.

Thanks to the JP gang for your good service to us over here accross the Pacific.

Ron Brown
May 17, 2011 at 3:19 pm

I placed an order 4/25, and just received the majority of the parts today, 5/17. In between I received cable clamps, but couldn’t do much without the cables.
I agree that there should be a method in place of keeping the customer notified on the on-going status of backordered products. I have not dealt with any major manufacturer in the US that was not able to provide an availability date for backordered products from their factory. If they can provide this info, J&P should be able to tell the customer.
I do have to say that this is the first time I ever had problems with shipping from J&P, but each and every experience is important, and the latest is the one you will remember.

Richard
May 17, 2011 at 10:47 am

I have been ordering from J&P for 5 year and have spent around 7k for parts. I noticed some issues recently and they where quickly responded to and resolved. I have always enjoyed doing business with J&P Cycles. I am in the computer business and I’m familiar with new program issues that can occur. Thank you for your continued customer service.

Travis Mills
May 17, 2011 at 8:05 am

I’ve been buying from J&P Cycles for a couple years now, and have spent close to $5,000 in parts. Not once have I had a situation with them where they didn’t get my issue taken care of immediately. And I haven’t had hardly any issues anyways. I would say about 95% of the orders I’ve placed with J&P went through with no issues at all, and all the parts were in stock. Most of them even shipped the same day I ordered them, and then they’d be at my door the very next day! Only a few times have I ever had hiccups in an order I’ve placed, and like I said before, when that did happen, they took care of it immediately. I read the email J&P sent out to all of its customers at the beginning of this season, explaining that they were going to be experiencing a slowdown in processing orders, and I completely understood…summer time is approaching, and orders are going to soar through the roof. Anyone who can’t understand that, needs to wake up! And to top off the rise in orders, they switched to a new system. If anyone knows what kind of tole that takes on a business, its me, because I’m an engineer and when we switch systems, it slows our production down dramatically. So, I just wanted to thank J&P for all their hard work during all of this, and keeping their orders going out as quickly as they could, despite all that was going on. I give them 2 thumbs up!!

Mike Shaw
May 3, 2011 at 8:26 pm

I’ve been using J&P for 5 yrs. No major delivery problems to date. I have ordered over $5000 in parts for a total rebuild. Excellent tech/customer service.Keep up the good work .

Bill Powell
May 1, 2011 at 2:51 pm

3 of 5 orders STILL have back orders on them. The Helmet for my son, he can’t ride with me til he gets it. The adapter for my alarm, got the alarm but can’t use it without the adapter. and a Master cylinder cover. This is really getting old….

Kevin Bainbridge
April 29, 2011 at 4:03 pm

I ordered my parts 04/02/2011 was told it would be about 2 weeks because it had to come from the factory. received package 04/14/2011 wrong part somebody in NC got mine. Asked for refund at Florida store that took my order and money and was told no refund shipping’s problem. call 1-800# and was told they could refund. waited 1 week called and and was told no refund until I return the parts. I NEVER RECEIVED THEM!!!!!!. finally after 1 more week it looks like they have credited my account. we’ll see. One person tells 10 people and ten people tells ten more. Word of mouth started your business, word of mouth can possibly hurt it? Not a threat just a fact

Ken Roussey
April 28, 2011 at 1:12 pm

What burns me up is how you all handle or don’t handle items that are backordered items. I ordered mini floor boards a month or so ago. I knew going in that the item was back ordered, well 1,2,3, weeks went by I called 2 times to check on it and I was told it was still back ordered with no date of when it will be in. Well I bought another item instead of what I really wanted and they did not fit properly so I sent them back and received a refund. I’m in the security business we also have problems with when items are back ordered however all of our suppliers give us a date of when the item will be shipped from the factory to us so we can INFORM the customer as to when their part will be in. If you continue to have suppliers who won’t give you a delivery date then maybe they don’t need your business. There are a whole lot of motorcycle parts suppliers out there that I’m sure would love to have the volume of your account with them. I have bought many items from you but this is sad.
Thanks for listening.

Mike Klocke
April 28, 2011 at 12:53 pm

I put an order in on Saturday and got it on Tuesday. I actually had the merch in my hand before I got the email from UPS that it had shipped! Good job of fixing the problem guys.

Justin
April 28, 2011 at 12:04 pm

The damage has been done. If you couldn’t process the orders, DON’T take them. It’s a slap in the face when I tell a customer I’ll have it in 3 days (because that’s what the website said) and it takes 3 weeks. I reordered my parts from another company and the parts were at my door in three days. Then I was charges $26.00 to send the parts back to J&P!

Jason Cavazos
April 28, 2011 at 12:00 pm

I called, was told “sorry, it’s discontinued” after waiting on my order for over a month. Regardless of what was said, I received NO notification that the order was cancelled due to it being discontinued. That was money that I had saved, and when the hold was lifted off of it, it was spent. Didn’t know that the hold was lifted, received no notification of any of this. But, y’all said you were sorry, so that should be good enough right? Way to go.